Timeframe for Transaction Dispute with Commonwealth Bank

poormansfriedchicken on 06/01/2019 - 23:20

I put in a transaction dispute with CBA last month and they haven't gotten back to me. I purchased an item that was not described as is and have tried contacting the merchant for more information but they have refused to offer me a reasonable solution. They have told me it could take up to 45 days but I should have a response in 10 days or so. It has been over a month and I'm not sure if it should take this long and whether this is normal? Does anyone have any experiences dealing with long dispute times with CBA? Will I be entitled to demand my money back automatically after 45 days if a decision has not been met?

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Comments

  • resubaehtgnolhcs on 07/01/2019 - 01:22
    +2

    Just wait, they will get back to you within their 45 day time frame - we've just finished the silly season!

  • SydStrand on 07/01/2019 - 01:54

    I'd contact them immediately after the 45 days. Sooner is better.

    I've had to dispute transactions over a year old. They didn't want to budge but I took it up with Consumer Affairs and the Financial Ombudsman who was building a case against that seller (had a lot of emails and supporting evidence), who then put the screws on CBA.

    Eventually got a call from CBA about how they 'appreciated' how long I've been with them (Dollarmites kindergartener) and my business, so how even though it was outside their dispute window, they were willing to make a one-off payment out of their end to make it whole.

    It was tough and long, but it was partly my fault for not getting on top of it earlier.

    • poormansfriedchicken on 07/01/2019 - 02:53

      I am planning to contact them immediately after the 45 day period if I do not hear anything. I hope I could somehow convince them to make a one off payment if the bank decides to further delay it. How long after you contacted Consumer Affairs did you receive a call from them?

      • SydStrand on 07/01/2019 - 12:07

        Consumer affairs took down the seller, but financial ombudsman had to collect emails, etc. to do their thing and I heard from CBA about a month after that.

    • HighAndDry on 07/01/2019 - 13:13
      +1

      They didn't want to budge but I took it up with Consumer Affairs and the Financial Ombudsman who was building a case against that seller(productreview.com.au) (had a lot of emails and supporting evidence), who then put the screws on CBA.

      Good that you got a resolution from CBA, but unless they had an obligation to do this (i.e. it was covered by their credit card's buyer protection), it leaves a bad taste in my mouth that you basically got the Bank (and by extension all of its customers) to take the loss for something that wasn't their fault in any way to begin with.

      • SydStrand on 08/01/2019 - 12:46

        I had buyer protection but as far as I know, the 30 day figure is not set in stone.

        tell us you want to chargeback the transaction within 30 days of the date […] If you don’t follow these steps, it may limit our ability to resolve your complaint, and you may still be liable for the transaction.

        AKA they'll do chargeback at their discretion. The further back, the less likely you'll get it. They also considered the fact that it had a long lead-time, the seller had repeatedly pushed back, and CBA had received complaints from other customers.

        My advice to the OP is to err on the side of impatience. But 30 days is also very short. Almost any sort of pre-order will fall outside this window, so if you hypothetically pre-ordered an upcoming videogame or tickets without using PayPal and it goes tits up, then CBA can decide whether you get anything back.

        • HighAndDry on 08/01/2019 - 13:00

          I agree, which is why:

          but unless they had an obligation to do this

          Which CBA doesn't. As you say, they may, but it's pretty much at their discretion. A chargeback isn't a right - just because it doesn't work well with pre-orders doesn't mean it has to be longer, it just means pre-orders come with more risk that you accept as a consumer.

  • JimmyF on 07/01/2019 - 09:36
    -1

    I put in a transaction dispute with CBA last month and they haven't gotten back to me

    Has it been 45 days yet?

  • Topdog on 07/01/2019 - 09:55
    +4

    its always around the 40-45 day mark with comm bank. dont worry you will hear from them

  • Randxyz123 on 07/01/2019 - 11:59

    When did you put it in?

    Keep in mind corporate shutdown for many large companies ended today when most are back at work. It would be reasonable for it to take a bit longer.

    • poormansfriedchicken on 07/01/2019 - 15:46

      Start of December the person I initially talked to said I should usually get an answer back within 10 business days.

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